At a Glance
- Tasks: Manage and resolve complex customer complaints while ensuring fair outcomes.
- Company: Join Centrica, a family of brands driving a greener future.
- Benefits: Competitive salary, quarterly bonuses, and hybrid working options.
- Other info: Fast-paced role with opportunities for professional growth and teamwork.
- Why this job: Make a real impact by helping customers and improving their experiences.
- Qualifications: Experience in handling high-level complaints and strong communication skills.
The predicted salary is between 33237 - 33237 £ per year.
We are Centrica! We're so much more than an energy company. We're a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we're powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you're developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes. Your work here isn't just a job; it's a mission. We all play a vital role in energising a greener, fairer future.
As a Business High Level Complaints Specialist, you'll be responsible for managing and resolving complex and high-level customer complaints end-to-end. You will act as a key point of contact for customers and stakeholders, ensuring fair, thorough, and commercially balanced resolutions while protecting the reputation of the business. This is a fast-paced and rewarding role where you will deal with challenging and sensitive customer situations, requiring strong judgement, resilience, and a customer-first mindset.
Salary - 33,237 + quarterly bonus of up to 16% of salary
Contract - Permanent
Location - British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ
Working Style - Up to 4 weeks office-based training with hybrid working opportunities post-training (typically 2 days per month in the office)
Operating Hours - Monday to Friday (8am - 6pm)
What You'll Do:
- Manage a portfolio of business customer complaints from first contact through to resolution or deadlock, taking full ownership throughout.
- Investigate complex and high-level complaints, reviewing evidence to identify root causes and deliver fair outcomes.
- Communicate clearly, confidently, and empathetically across both written and verbal interactions.
- Make balanced decisions that consider customer outcomes, regulatory requirements, and commercial impact.
- Work closely with internal teams, external partners, and stakeholders to drive effective and timely resolutions.
- Handle escalated and high-risk cases with professionalism, accountability, and strong judgement.
- Identify trends and recurring issues, contributing to improvements in processes and customer journeys.
- Maintain accurate records and ensure all complaint handling meets quality standards and regulatory requirements.
What You'll Bring:
- Experience handling complex or high-level customer complaints, ideally within a regulated environment.
- Excellent written and verbal communication skills.
- Ability to manage challenging situations with professionalism and resilience.
- A proactive, solution-focused mindset with strong analytical and investigation skills.
- Confident decision-making ability with a balanced, customer-focused approach.
- Strong stakeholder engagement and influencing skills.
- High levels of ownership, accountability, and attention to detail.
- A collaborative, one-team mindset.
Experience & Knowledge:
- Previous experience in complaints handling in a customer contact role.
- Previous experience of working with SME business customers.
- Knowledge of regulatory frameworks or working within a regulated industry is desirable.
- Confidence in managing escalated customer interactions and making outcome-based decisions.
Business High Level Complaints Specialist - Leicester in Yardley employer: Centrica
At Centrica, we pride ourselves on being more than just an energy company; we are a community dedicated to creating a sustainable future. As a Business High Level Complaints Specialist in Leicester, you will thrive in a supportive work culture that values resilience and customer-first thinking, with opportunities for professional growth and a competitive salary package. Enjoy the flexibility of hybrid working after training, and be part of a mission-driven team that empowers you to make a real impact in energising a greener tomorrow.
StudySmarter Expert Advice🤫
We think this is how you could land Business High Level Complaints Specialist - Leicester in Yardley
✨Tip Number 1
Get to know the company inside out! Research Centrica and its mission to energise a greener future. This will help you connect your skills and experiences to their goals during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with complex complaints, role-play scenarios with friends or family to build confidence in handling challenging situations.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn to gain insights about the company culture and the role. They might even share tips that could give you an edge!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Centrica family.
We think you need these skills to ace Business High Level Complaints Specialist - Leicester in Yardley
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Business High Level Complaints Specialist role. Highlight your experience with complex customer complaints and how you've successfully resolved them in the past. We want to see how you can bring your unique skills to our mission!
Showcase Your Communication Skills:Since this role requires excellent written communication, ensure your application is clear and concise. Use professional language but let your personality shine through. We love a bit of character, so don’t be afraid to show us who you are!
Demonstrate Problem-Solving Abilities:In your application, share specific examples of how you've tackled challenging situations. We’re looking for a proactive, solution-focused mindset, so tell us about times when you’ve turned a complaint into a positive outcome!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Centrica
✨Know the Company Inside Out
Before your interview, take some time to research Centrica and its mission. Understand their commitment to a greener future and how they operate. This will not only help you answer questions more effectively but also show your genuine interest in being part of their purpose-driven team.
✨Prepare for Scenario-Based Questions
Given the nature of the role, expect questions that assess your ability to handle complex complaints. Think of specific examples from your past experiences where you successfully resolved challenging situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Showcase Your Communication Skills
As a Business High Level Complaints Specialist, strong communication is key. Practice articulating your thoughts clearly and empathetically. You might even want to do a mock interview with a friend to refine your verbal skills and ensure you can convey your ideas confidently.
✨Demonstrate Your Problem-Solving Mindset
Be ready to discuss how you approach problem-solving, especially in high-pressure situations. Highlight your analytical skills and how you identify root causes of issues. Employers love candidates who can think critically and propose effective solutions while keeping the customer’s best interests in mind.
